Human-computer interaction (HCI) is rapidly evolving to the point where we can interact meaningfully with machines in an increasing number of ways that we would previously have struggled to imagine. This is an exciting development for businesses and for their customers, as it has the potential to reshape the way that tasks are completed, and the way that customer experiences are delivered. In this blog we’ll explore how we reached this point, establish what it means for organisations who are embracing AI, and outline 5 practical steps you can take to improve human-computer interactions using AI.
From prototype chatbots to Generative AI: the evolution of human-computer interaction
The core concepts that underpin modern AI go back much further than you might think. The earliest writings on reasoning in the 1700s, through to the advent of the first widely-known chatbot - ELIZA - in the 1960s, illustrate the longstanding fascination with creating machines that can mimic human thought processes. This has only accelerated in recent years, with advancements in technology, such as mathematical logic, multi-core processors, graphical processing units, and deep learning, leading to significant growth opportunities for AI research.
Over a similar timespan, the way that people interact with computers has evolved dramatically. From traditional methods like punch cards and command-line interfaces to graphical user interfaces (GUIs), and more recent touch and voice recognition interfaces, the ubiquity of human-computer interaction has grown exponentially. With the advent of ubiquitous computing - the idea that computing can occur using any device, in any location, and in any format - contemporary forms of interaction are being replaced with more natural and user-friendly ones. In turn, overcoming the usability challenges that held back the widespread adoption of technology for so long.
The impact of ubiquitous computing on businesses and customers
Over the past few years, we have seen these technological advancements converge even more deeply. Generative AI merged with the modern ubiquity of HCI are showing us that businesses can not only improve their productivity and profitability, but also enhance the human experience of their employees, customers, and partners.
They’re doing this by creating more engaging, relevant, and meaningful content and services, and delivering them in a more accessible, and immersive way. In turn, they’re also fostering more collaboration, innovation, and trust among their stakeholders, and contributing to the social and environmental well-being of their communities. Our own collaboration with forward-thinking partners has helped us to shape and drive this change. Some illustrative examples include:
- Some have achieved uplifts of up to 37% percent in product delivery and operational efficiency gains with the use of Generative AI.
- We’ve helped others automate entire journeys, saving over one hundred hours of mundane tasks for their teams, who can now focus on wider business development instead.
- Additionally, we developed a custom search interaction for one of our larger partners, and their customers have unanimously agreed that the experience is better - by every measure - than any other search engine they have used to date.
Using Generative AI to improve human-computer interaction
While it’s difficult to argue with the outcomes, it can be challenging to know where to get started. Let’s break down the practical steps you can take to set your organisation up for success.
- Identify areas in the business that could benefit from the use of an improved human experience. This typically works well by having workshops with internal staff (designers, engineers, execs, etc..) and/or customer interviews.
- Develop a business case to validate the rationale, risks, and impact associated with any proposed business initiatives that are generated from your workshops.
- Plan by creating a project timeline with clear milestones and deliverables, as well as a budget for resources required to implement the proposed initiatives.
- Prototype and test your potential solutions, failing fast, and making sure to incorporate feedback from both internal stakeholders and customers.
- Implement your approved initiatives, ensuring proper training and communication to all affected people and teams, and monitoring and evaluating their success over time.
Conclusion: explore the Generative AI use cases that make the most sense for your organisation
Generative AI and the continued transformation of human-computer interaction is changing the way we work, live, and interact with technology. Their ability to automate repetitive tasks and drive hyper-personalisation is just the beginning of the potential possibilities and use cases. As businesses continue to incorporate these maturing technologies, we can expect to see even more innovative and exciting applications that improve the human experience.
